Case Study: The Verex Group boosts payment success and cuts call times with PCI Pal Agent Assist

The Verex Group - Customer Case Study

The Verex Group, a UK-based specialist insurance services business, was facing high call drop-out rates of 20-30% during telephone payment transactions. Their previous mid-call IVR system frustrated both customers and agents, as callers who had issues during payment would disconnect, and agents would lose credit for incomplete transactions. The vendor, PCI Pal, was selected to provide a new solution.

PCI Pal implemented its Agent Assist solution, which allows customers to securely input card details via their keypad while remaining on the line with the agent. This integration eliminated call transfers, reduced the scope of PCI DSS compliance, and prevented agents from seeing or hearing sensitive data. The results for the customer were dramatic: payment drop-out rates plummeted from 30% to just 1-2%, and average call durations were reduced by 30 seconds, leading to significant efficiency gains across their 55 agents.

The Verex Group

Jack Davis

Salesforce & Omnichannel Development Manager